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MADWOOF

Refund and Returns Policy

Last updated: 25 October 2026

This policy applies to purchases from madwoof.com.au, operated by J.C.O INDUSTRIES PTY LIMITED trading as MADWOOF.

Our 30-day returns promise

If your item arrives faulty or damaged, or is not what you ordered, tell us within 30 days of delivery and we will fix it. You can choose between a refund or an exchange, and we pay the return postage.

What we cover

  • Items that are faulty or stop working properly
  • Items that arrive damaged
  • Items that are not as described, or the wrong item

What we don’t cover

We do not offer refunds or exchanges for change of mind, for example if you simply decide you no longer want the item or ordered the wrong one. This does not affect your rights under the Australian Consumer Law, set out below.

How to make a return

  1. Email us at service@mad-woof.com within 30 days of delivery. Include your order number, a short description of the problem, and photos or a short video if possible.
  2. We will reply with instructions and a prepaid return label or return address. Please do not send anything back before you hear from us.
  3. Pack the item securely, ideally in its original packaging, and post it back using the details we give you.
  4. Once we receive and check the item, we will email you to confirm your refund or send your exchange.

Refunds

Refunds go back to the original payment method (card, PayPal or Afterpay). We will process your refund promptly once the returned item has been checked. After that, your bank or payment provider may need some time to show it in your account.

Exchanges

If you prefer an exchange, we will send you a replacement of the same item. If the item is no longer available, we will offer a refund instead.

Items damaged in transit

Please contact us as soon as possible and keep all packaging. Photos of the damage and the box help us sort it out quickly.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights are not limited to 30 days, and nothing in this policy limits them.

Contact us

Questions about returns or refunds? Email service@mad-woof.com.